Dr Karim & Dr James-Authe

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We looked for evidence the service met people’s needs, and staff treated people equally and without discrimination. At our last assessment, we rated this key question as good. At this assessment, the rating remains the same.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The service made sure people could access the care, support and treatment they needed when they needed it. The service had the capacity to provide same day access for both urgent and routine appointments. Appointments could be accessed online, by phone or in person.

National GP survey data showed 75% of patients felt they waited about the right amount of time for their last general practice appointment, which was higher than the national average of 69%.

The service had taken action to improve access, including reasonable adjustments as required for patients where online services could not be used; the service has extended its opening hours to provide more appointments to patients.

People could access the service to suit their needs, for example, online, in person and by telephone. Rooms providing additional privacy if needed were available. Treatment rooms were available on the ground floor with a ramp available to one of the entrances.

Staff and leaders actively listened to information about people who were most likely to experience inequality in experience or outcomes. They tailored their care, support and treatment in response to this.

Leaders proactively sought ways to address any barriers to improving people’s experience and worked with local services, including within the voluntary sector, to address any local health inequalities.

Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experiences and outcomes. This included appointments at quiet times and adjustments for vulnerable people and extended appointment times for complex cases.

We saw that staff used appropriate systems to capture and review feedback from people using the service, including those who did not have access to the internet or speak English, using both staff who spoke other languages and translation services.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.